Not finding your answer? Send us a message through our contact us page.
We are proud to support everyone doing their part to limit the spread of COVID-19 by transitioning to a home office. As a result, our customer support team is receiving four times as many inquiries as normal. Please send us a message via our contact us page.We appreciate your patience during this time as it may take us up to three business days to respond to your question. In the meantime, we’ve collected the most frequently asked questions from you and answered them below:
You can also reach out via Chat by clicking the blue chat icon on the bottom right corner of the site. Chat hours are Monday through Friday, from 8am - 5pm PST
Note: submitting multiple inquiries may result in delayed or duplicated responses. Rest assured, if you’ve sent a message through the Contact Us page or via email, we’ve received it and will get back to you as quickly as possible.
I just emailed and/or left a voicemail, how long until I hear back?
We’re helping an unprecedented number of people transition to remote work because of COVID-19, but you should receive a response within 1-3 business days
For voicemails, we’ll return your call in the order it was received
What if I need to set up a team to WFH?
Our Commercial Sales team would love to help! Please email Commercial Sales to get started or check out more information on the Commercial Sales home page here
Can I get COVID-19 from your products or their packaging?
Our products are shipped in cardboard packaging. Per a study by the National Institute of Health, the virus cannot live on cardboard for more than 24 hours
This conclusion was also reached by the
World Health Organization (WHO), which stated it is not likely that any virus could be transmitted by receiving a shipment of goods
The Centers for Disease Control (CDC) is in alignment with the WHO, stating that the transmission risk via mail and packages is low. “In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures.”
The CDC advised that “there is no need to disinfect mail or packages; however, you should wash your hands after handling
How can I place an order?
The website is typically the fastest and easiest way to place an order
If you need assistance, we’re happy to help via phone or chat! Send us a message and we can arrange a time talk through any questions
For standalone, non-configurable products, a backorder notice will appear under the product description
For configurable products, like our Jarvis Standing Desk and Remi Standing Desk, some options may be in stock while others are on backorder. If you select a configuration that’s on backorder, we’ll display a notice along with the estimated ship date so you’ll know what to expect.
When configuring your Jarvis using the “Design your own” feature, the backorder notice appears on the bottom of the panel on the right side of the screen as soon as you select the product or configuration that’s out of stock
If an option appears greyed out or cannot be selected, that may mean it’s discontinued or out of stock for the foreseeable future
Can I change or cancel my order?
In an effort to fulfill orders as quickly as possible, the window for making changes (including cancellation) is very small
If you need to make a change, please reach out through our Contact Us page and select ‘Order Change’ and we’ll do our best to accommodate.
Once an order is shipped, it is not possible to make changes or cancel the order. But you can initiate a return via our Returns page.
Are you offering any discounts?
Yes! If you’re a new customer, you can sign up for our Newsletter for a 5% discount on your first order. Sign up for our Newsletter here
We’ll let you know of any other promotional discounts through the newsletter or website
How do I use a coupon or promo code?
Add your items to the cart, then select ‘View Cart’
Select ‘I have a promo code'
Enter the promo code and hit ‘Apply’
The updated pricing will be reflected in the total
If you are trying to redeem a code affiliated with your employer, first create an account using your company email, otherwise the code may not apply
Can I send you a purchase order?
Glad you asked! Purchase orders may be accepted following a credit review; however, we encourage the use of a credit card or ACH direct debit whenever possible
If you’re purchasing for your organization, our Commercial Sales team would love to help you find balance and flow in your work through our beautifully designed, healthful products
A contact person, phone number, and e-mail address for shipping questions
Your shipping address
Your billing address
The e-mail address of your Accounts Payable department, so that we know where to send your invoice
Our company’s full name and address
The quantity and full configurations of the items that you want to order
Your order total and your payment terms (our standard terms are Net 30)
If your PO is based on a quote that we sent you, please include the quote number on the PO for faster processing
What if I need a copy of my receipt/invoice?
Email firstname.lastname@example.org and we will be happy to send you a copy of your order confirmation, receipt or invoice
Where will my order ship from?
Items fulfilled by Fully:
Your order will ship from either Nottingham, MD, or Portland, OR, via FedEx Ground, Home Delivery, or Freight
Items fulfilled by third-party vendors:
These items will be drop-shipped from the vendor location, but tracking information will be provided in the same manner as items fulfilled by Fully
Check the ‘Specifications’ on the product page to view an item’s shipping time frame and/or it’s fulfillment origin
When can I expect to receive my order?
In-stock items typically ship within 1-3 business days
Once shipped, your order should arrive within 1-7 business days
More on shipping timeframes can be found on the Order Status page
When will my order ship if it includes both in-stock items and back-ordered items?
In-stock items ship in 1-3 business days, and backordered items ship separately once they are back in-stock. This means you may receive your order in multiple batches.
Is expedited shipping available?
Expedited shipping is not currently available. However, we ship your items from the fulfillment center closest to you whenever possible to minimize the delivery timeframe
Why do some orders come via freight shipping?
Many of our popular products, including the Jarvis desks, will ship via FedEx Ground or Home Delivery, but larger orders with multiple quantities of items may ship freight
The following items always ship via freight carrier:
Focal Confluence Table
Rocket Mission (Jarvis Hardwood, Albright and Evolve) desktops
For additional delivery services, such as an inside delivery or an installation, please contact our commercial sales team
What do I need to do if my order is shipped via freight?
We’ll send a confirmation email with tracking information once your order ships
After you receive your tracking number(s), you can reach out to your freight company to schedule your delivery. Freight shipments arrive as scheduled, curbside deliveries, and an adult must to be present to:
Inspect and sign for your delivery
Note any shortage or damage on the driver’s paperwork at the time you sign
Bring the boxes inside the building
What if I need to delay delivery of my order after it has shipped?
We are unable to hold orders after they ship, but if you sign up for FedEx Delivery Manager, you can have FedEx hold your delivery for up to 14 days, set specific delivery instructions, and request packages be picked up at your local FedEx office.
Do you ship to my country?
Items available for purchase on Fully.com can be shipped anywhere in the contiguous U.S
Most items can be shipped to Canada, but some restrictions apply. Please check the product page to ensure the item can be shipped to your location
If you’re planning to ship to Europe or the UK, check out the EU Shipping Information homepage here for a full list of countries
If you’re interested in shipping to a country that is not listed, our other international clients have worked with freight forwarders who can provide a U.S. shipping address and forwarding services
For your convenience, we have provided shipping weights and dimensions on all of our product website pages under the Specifications tab
Is my return shipping free?
Return shipping is always free for customers within the contiguous U.S.!
See our Returns page for more information and for information about international returns.
How much assembly is required?
We designed our products and packaging with ease of assembly in mind!
Our ‘How to Jarvis’ page has assembly videos along with instructions so that you can plan accordingly
To get an idea of the assembly involved in one of our products, check out the Assembly home pagehere where you’ll find PDF versions of our guides
How do I mount a top to a Jarvis or Remi desk frame?
Check out our Jarvis Monitor Arm adjustment video here
Where can I find the screws to my Jarvis Desk?
Before you begin the assembly, make sure you’ve located both hardware packets
Your frame screws can be found in Jarvis Frame Box 2, and the desktop screws can be found in the desktop box
Here’s a breakdown of the hardware included with your Jarvis desk:
The 8 small (M6x10, hex) and 12 medium machine screws (M6x14, hex) are used in Steps 2 and 10 of the assembly guide
The desktop machine screws are used in Steps 4 and 6 to attach the frame to the desktop
The laminate/hardwood desktop screws are #10-24x5/8" (Phillips head)
The bamboo desktop screws are M6x14 (Phillips head)
The desktop screws are in a red bag. Replacement screws, if necessary, will be sent in a blue bag. The desktop screws should be taped to the inside of the desktop box, or may be loose inside the packaging. Check the inside of the box and packaging thoroughly if you don’t see them right away
If you still can’t locate all your hardware, please reach out through our Contact Us page and we’ll gladly send replacements! If you’d prefer to pick them up locally using the specifications listed above, we’ll issue a reimbursement for the out of pocket cost
How do I operate the handset that comes with my desk?
The assembly guide for your specific model desk includes a user guide for your handset
For Jarvis Standing Desk user’s guide, check out the How To Jarvis page here
For the Remi Standing Desk user’s guide, please refer to the Instructions
Where can I find the screws to my Remi Desk?
The Remi frame includes small and medium machine screws for the frame assembly, and wood screws to attach the desktop
Your hardware packet may be taped to the inside of the box or may be loose inside the packaging
Do Jarvis or Remi desk tops come with predrilled holes?
The Jarvis includes pre-drilled holes with metal inserts. Please use a manual screwdriver to attach the desktop as a power drill may strip the inserts or damage the desktop machine screws
Pilot holes for wood screws are provided for the handset assembly
Remi desktops come with pre-drilled holes without metal inserts. You’ll use wood screws to attach the desktop to the frame and the handset to the desktop
Accessories for both the Jarvis and Remi desks are attached using wood screws; neither desk model will have pre-drilled holes for accessories
How do I disassemble my Capisco if I want to return it?
Which chair is best for my specific medical condition?
Your doctor is your best resource for your specific medical condition. Tell your doctor about our website and talk about the different options available
While we’re unable to give medical advice or offer treatment recommendations, we’ll gladly share our experience and do our best to answer your questions about our products
How much weight do your monitor arms hold?
It depends on the monitor arm. Check the Specifications tab on the product page for the arm’s specific weight capacity
Where can I see products in person?
We’ve temporarily closed our showrooms as a precautionary measure to help protect our team and the community from COVID-19, but still here for you! Please feel free to reach out through our Contact Us page and we’ll gladly answer your questions about any of our products page
How do the desks adjust from sitting to standing?
Most Fully desks are electronically controlled with a push of a button; however we offer two non-electric height adjustable desks